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Interim Report Card

John W. Polak, CPCU General Manager September 30, 2013

July/August

2013

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September 30, 2013 To: Michael Gerik, Chairman Georgia R. Neblett, Vice-Chairman Richard Clifton Craig Steven Lawrence Elbert William David Franklin, Sr. Ron Lawson Michael O’Malley Eugene “Gene” Seaman Edward James Sherlock Re: Bi-monthly Interim Report - Section 2210.107(b)

______________________________________________________________________________ House Bill 3 became effective on September 28, 2011, and pursuant to Tex. Ins. Code, Section 2210.107(b), please find the bi-monthly interim report (“Interim Report Card”) evaluating the extent to which the Texas Windstorm Insurance Association ("TWIA" or "Association") has met the objectives described by Section 2210.107(a), Texas Insurance Code for the two-month period preceding the date of the report (July and August 2013).

These interim report cards will be provided every 60 days as required by statute and will culminate in an Annual Report Card issued each June.

The initial report cards established the standards of performance for the Association to be reported against in subsequent report cards. Additional standards have been and will continue to be added as appropriate and as approved by the board of directors. Each interim report card serves as a snapshot in time of Association compliance with the standards with respect to each of the objectives.

The Association believes it is in full material compliance with all current standards of performance outlined in each of the following sections. This is the eleventh interim report card to be issued by TWIA since the enactment of House Bill 3.

Should you have any questions, please feel free to contact me at (512) 899-4949.

Sincerely,

John W. Polak, CPCU General Manager

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Contents

About This Report ................................................................................................................................................. 4

Introduction ............................................................................................................................................................ 5

Standards of Conduct .......................................................................................................................................... 7

State Auditor’s Office Examination ................................................................................................................ 8

Financial Statement .............................................................................................................................................. 9

Board Composition ............................................................................................................................................ 11

Open Meetings Act ............................................................................................................................................. 11

Primary Board Objectives Reports .............................................................................................................. 12

Public Information Act ..................................................................................................................................... 13

Issuance of Policies ............................................................................................................................................ 14

Compliance with Building Codes ................................................................................................................. 15

Catastrophe Funding ........................................................................................................................................ 16

Catastrophe Plan ................................................................................................................................................ 18

Limits of Liability ............................................................................................................................................... 20

Certain Appeals and Other Actions ............................................................................................................. 20

Compliance with the Plan of Operation ..................................................................................................... 22

Annual Evaluation of Association Management ..................................................................................... 22

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About This Report

In 2011, the 82nd Texas Legislature, 1st Called Special Session, passed House Bill 3 (“HB 3”), modifying various aspects of the operations of the Texas Windstorm Insurance Association (“TWIA”). Amendments to Tex. Ins. Code, Section 2210.107 directed TWIA to report bi-monthly to the TWIA Board of Directors and report annually ("Report Card") to the commissioner, the legislative oversight board, the governor, the lieutenant governor, and the speaker of the house of representatives to the extent that TWIA met the objectives in Section 2210.107(a).

The primary objectives of the Board of Directors are to ensure that the Board and TWIA:

(1) Operate in accordance with this chapter, the plan of operation, and commissioner rules;

(2) Comply with sound insurance principles;

(3) Meet all standards imposed under this chapter;

(4) Establish a code of conduct and performance standards for Association employees and persons with which the Association contracts; and

(5) Establish, and adhere to terms of, an annual evaluation of Association management necessary to achieve the statutory purpose, Board objectives, and any performance or enterprise risk management objectives established by the Board.

This Report Card has been developed to satisfy these reporting requirements and illustrates the measures and improvements taken to meet the objectives. The Report Card presents this information by referencing applicable sections of the TWIA governing statute in order of appearance.

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Introduction

In 2008, the combination of Hurricanes Dolly and Ike resulted in over 100,000 claims and an estimated $3 billion in losses. Concerns over claims handling led to TWIA being placed under Administrative Oversight by TDI and the passage of HB 3 in 2011.

HB 3 required numerous changes to TWIA operations. Among the improvements are new residential and commercial policy forms, more transparency via additional information on the TWIA website and live broadcasts of TWIA meetings, the funding of an ombudsman program, and the implementation of new claims handling procedures.

Additionally, TWIA has undergone more than ten audits and examinations in recent years with varying areas of concentration, including three examinations by the Texas Department of Insurance (TDI); two by Deloitte & Touche, LLP; and audits performed by Robert E. Nolan, KPMG, the State Auditor’s Office, and Alvarez & Marsal. The Association has diligently developed and implemented corrective measures, created action plans to track and report the Association’s progress in addressing the recommendations of each review, and continues to implement and monitor the progress of each plan. TWIA has also identified areas of improvement outside of audit observations and continuously improves processes and procedures necessary to bring the Association into compliance with statutory guidelines and industry best-practices.

A new management team is now in place with a broader range of experience and a focus on accountability. In 2008, there were four members of senior management whose only insurance carrier experience was with TWIA, which was a very small company for most of their tenure. Today, not only does TWIA have significantly greater insurance carrier experience within its senior management ranks, but a greater portion of that experience is with larger carriers outside of TWIA. This bodes well for the future of the Association as it has not only greater depth of experience but a far greater breadth of experience in terms of skills and sophistication.

The new management team has successfully implemented initiatives to address legislative changes, improve operational efficiency, create cultural transformation within the Association, and increase management controls and accountability. TWIA now has extensive controls and detailed financial and operational metrics in place to measure and evaluate the performance of every level of the Association, from the organization as a whole to individual departments and each individual employee. There are documented procedures and practices in place in all operational areas, and TWIA has greatly increased the level of transparency and communication between all levels of the Association and with outside stakeholders. The management team has begun a process of continuously

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refocusing the culture from task-based behavior to outcome-focused accountability.

The TWIA Claims Department has experienced the most significant improvements. The new claims management team has developed a detailed catastrophe plan; improved communications with policyholders, adjusters, and agents; and ensured faster and more accurate claims handling using more modern technology and quality control measures. These changes have resulted in a measurable improvement in customer service. TWIA has conducted policyholder surveys after recent events with very positive results. Additionally, Claims has implemented a number of key performance metrics to provide an objective measure of the claims handling process, including:

• average number of days from receipt of claim to inspection, • average number of days from inspection to receipt of report by TWIA, and • average number of days from receipt of report to payment.

In addition, TWIA-controllable expenses were below budget in 2011 and 2012. TWIA expenses compare favorably both to the insurance industry as a whole and to other state residual market plans.

The State Auditor's Office completed an audit of TWIA in 2012. Their final report recognized that TWIA has improved its claims processing and has implemented controls to produce accurate financial statements, ensure accountability of Association funds, and adequately support and authorize non-claims-related expenditures.

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Standards of Conduct

Ethics & Conflicts of Interest Policy TWIA developed and implemented a comprehensive Ethics & Conflict of Interest Policy (“Ethics Policy”) in February 2011. The policy was subsequently revised in September 2011 and April 2012, to incorporate changes mandated by House Bill 3 and to further describe prohibited employment relationships.

TWIA continues to monitor employees and vendors for compliance with the code of conduct. The Compliance Department has consolidated the tracking mechanisms for the annual ethics certification, required relationship and gift disclosures, and other required compliance training for all employees and contractors into a comprehensive database.

Fraud Reporting Section 2210.012 also mandates that “a board member or employee of the association who reasonably suspects that a fraudulent insurance act has been or is about to be committed by any board member or employee of the association shall, not later than the 30th day after discovering the conduct, report the conduct and identity of the person engaging in the conduct to the department and may report the conduct and the identity of the person engaging in the conduct to another authorized governmental agency. The department shall forward a report received under this subsection to the authorized governmental agency in accordance with Chapter 701.”

TWIA has implemented the following initiatives to ensure compliance with applicable Insurance Code provisions:

Special Investigations Unit (SIU)/Fraud Abatement TWIA Claims continues to work closely with the SIU vendor, Veracity Research to refine referral requirements, training and reporting regarding SIU and fraud abatement processes.

The following chart illustrates a sharp increase in fraud investigations and reports between 2010 and 2012, evidencing TWIA’s increased focus and responsibility on fraud abatement and reporting. With the utilization of Veracity Research, reporting levels have moderated, reflecting a more sophisticated assessment by the vendor of the “reasonable suspicion of fraud” standard.

12/31/10 12/31/11 12/31/12 8/31/13 Reports Filed with TDI Fraud 6 32 35 9

Reports Filed with 5 7 24 9

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TDI Enforcement

TWIA is currently in the process of expanding the SIU and fraud abatement program to the Association’s underwriting functions as well.

To ensure TWIA stays abreast of current trends and information regarding insurance fraud, key personnel attend the Texas Department of Insurance Annual Fraud Conference. Additionally, key personnel with TWIA and TDI’s Fraud and Enforcement Units meet quarterly to discuss ongoing cases, trends and issues.

Whistleblower Policy As part of TWIA’s comprehensive Ethics Policy and commitment to creating a culture where unethical behavior can be reported and properly addressed, TWIA created an anonymous Whistleblower Policy in February 2011. TWIA contracts with a third-party vendor to provide anonymous hotline reporting of fraud or ethics violations. Monthly reports are transmitted by the vendor to the Association’s General Counsel, Compliance Director, and General Manager. To date, we have received no reports.

State Auditor’s Office Examination

Section 2210.058 states “the association is subject to audit by the state auditor and shall pay the costs incurred by the state auditor in performing an audit under this section.”

The State Auditor’s Office (SAO) concluded in their August 1, 2012 final report that “the Texas Windstorm Insurance Association (Association) has improved its processing of claims. The Association also has controls to help produce accurate financial information, ensure accountability for Association funds, and adequately support and authorize non-claims-related expenditures.” Outstanding initiatives are described below:

• The IT Department has combined the implementation plans for the SAO findings with the action items developed from the detailed KPMG audit completed in 2012. The action items developed specifically in response to SAO are approximately 93% complete. The final item will be complete upon the scheduled implementation of TWIA’s new Policy Center, by March 31, 2014.

Additionally, TWIA was required to submit status reports to the State Auditor’s Office. TWIA has submitted all reports requested by SAO, including the status of the IT implementation on 11/30/2012 and 5/31/2013 and the status of the Association-wide implementation plan on 2/1/2013. The next status report regarding IT implementation is due 11/30/2013.

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Financial Statement

Section 2210.054 requires TWIA to file annually with the Department and the State Auditor's Office a financial statement summarizing the transactions, conditions, operations, and affairs of the Association during the preceding year.

In addition to complying with the Annual Statement requirements, TWIA also submits monthly statements to the Texas Department of Insurance and the Board of Directors. The following charts illustrate TWIA’s most recent balance sheet and statutory income statement. The statutory balance sheet shows the financial position of TWIA at August 30, 2013 compared to December 31, 2012. The statutory income statement shows a comparison between YTD actual and budgeted revenues and expenses.

August-13 December-12Admitted AssetsCash and short term investments 388,823$ 427,855$ Premiums receivable & other 1,180 491 Amounts recoverable from reinsurers - 291 Total admitted assets 390,002$ 428,636$

Liabilities, Surplus and other funds Liabilities: Loss and Loss adjustment expenses 171,036$ 378,717$ Underwriting expenses payable 11,232 9,328 Unearned premiums, net of ceded unearned premiums 197,039 173,461 Ceded reinsurance premiums payable 79,518 25,449 Bonds & Interest Payable - Bond Anticipation Notes - - Provision for reinsurance - 11,018 Other payables 26,500 13,644 Statutory fund payable - - Total liabilities 485,325 611,615

Surplus and others fundsUnassigned surplus (deficit) (95,323) (182,979) Total liabilities, surplus and other funds 390,002$ 428,636$

Balance in CRTF 183,574$ 178,902$

TEXAS WINDSTORM INSURANCE ASSOCIATION Statutory Balance Sheet (000's omitted)

Actuals - 2013 Budget - 2013 Variance - 2013 Actuals - 2012

Premiums Written:Direct 335,506$ 347,449$ (11,943)$ 318,085$ Ceded (114,700) (115,000) 300 (108,000)

Net 220,806 232,449 (11,643) 210,085

Premiums Earned:Direct 299,747$ 306,052$ (6,305)$ 281,794$ Ceded (102,519) (102,500) (19) (72,156)

Net 197,228 203,552 (6,324) 209,638

Deductions:Direct Losses and LAE Incurred 88,544 51,546 36,997 71,599Direct Losses and LAE Incurred - Ike & Dolly (35,000) 0 (35,000) 0Ceded Losses and LAE Incurred 0 0 0 0Operating Expenses 14,946 17,155 (2,210) 16,666Commission Expense 53,680 55,592 (1,912) 50,892Ceding commissions / brokerage (8,676) (8,700) 24 (8,193)Premium / Maintenance Tax 6,402 6,772 (370) 6,189

Total Deductions 119,896 122,365 (2,470) 137,153

Net Underwriting Gain or (Loss) 77,333 81,187 (3,854) 72,486

Other Income or (Expense):Gross Investment Income 737 698 39 366Interest Expense on BAN 0 (3,542) 3,542 (423)BAN Issuance & Other Investment Expenses (99) (800) 701 (1,011)Other Income (Expense) 23 0 23 (79)Loss on Defeasance of BAN 0 0 0 0

Total Other Income or (Expense) 661 (3,644) 4,305 (1,148)

Net Income (Loss) 77,994$ 77,543$ 451$ 71,338$

Surplus (Deficit) Account:Beginning Surplus (Deficit) (182,979) 0 (182,979) 0

Net Income (Loss) 77,994 77,543 451 71,338Change in Provision for Reinsurance 11,018 6,000 5,018 966Change in nonadmitted assets & deferred taxe (1,355) (1,912) 557 (2,872)Other 0 0 0 0Statutory Fund Cost 0 (81,631) 81,631 (69,432)

Ending Surplus (Deficit) (95,323)$ -$ (95,323)$ 0$

Key Operating Ratios:Direct:

Loss & LAE Ratio 17.9% 16.8% 1.0% 25.4%UW Expense Ratio:

Acquisition 17.9% 17.9% 0.0% 17.9%Non Acquisition 5.0% 5.6% -0.6% 5.9%

UW Expense Ratio 22.9% 23.6% -0.7% 23.9%

Combined Ratio 40.8% 40.4% 0.4% 49.3%

Net:Loss & LAE Ratio 27.1% 25.3% 1.8% 34.2%UW Expense Ratio:

Acquisition 23.6% 23.2% 0.4% 21.6%Non Acquisition 7.6% 8.4% -0.9% 7.9%

UW Expense Ratio 31.2% 31.6% -0.4% 29.5%

Combined Ratio 58.3% 56.9% 1.4% 63.7%

TEXAS WINDSTORM INSURANCE ASSOCIATIONStatutory Income Statement (000's omitted)

for the eight months ended August 31,

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Board Composition

Under Section 2210.102, the Board of Directors is composed of ten members (9 voting members and 1 non-voting member) appointed by the commissioner to include four public members from tier one counties, four members who must be representatives of the insurance industry, one member from a non-seacoast county, and one licensed engineer.

Insurers who are members of the Association shall nominate, from among those members, persons to fill any vacancy in the four seats reserved for representatives of the insurance industry. The Board shall solicit nominations from the member insurers and submit the nominations to the commissioner. The nominee slate submitted to the commissioner must include at least three more names than the number of vacancies. The commissioner shall appoint insurance industry representatives from the nominee slate.

One Board position is currently vacant. Alice Gannon, Secretary/Treasurer, resigned her position in August. TWIA staff is in the process of identifying candidates for the Commissioner’s consideration. The current membership of the Board of Directors is:

Name Position Richard Clifton Craig Public Member from Non-Seacoast Territory Steven Lawrence Elbert Public Member & Agent from Tier 1 County William David Franklin, Sr. Non-voting Member, Licensed Engineer Michael Gerik, Chairman Member of the Insurance Industry Ron Lawson Member of the Insurance Industry Georgia R. Neblett, Vice Chairman Public Member from Tier 1 County Michael O’Malley Member of the Insurance Industry Gene Seaman Public Member from Tier 1 County Edward James Sherlock III Public Member & Agent from Tier 1 County

Open Meetings

Section 2210.105 requires that, except for an emergency meeting, the Association shall notify the Department not later than the 11th day before the date of a meeting of the Board of Directors or of the members of the Association, and, not later than the seventh day before the date of a meeting of the Board of Directors, post notice of the meeting on TWIA’s and TDI’s websites. Section 2210.105 requires, except for a closed meeting authorized by Subchapter D, Chapter 551, Government Code (Texas Open Meetings Act), a meeting of the Board of Directors or of the members of the Association to be open to the commissioner or the commissioner's designated representative and the public. Section 2210.105 requires that TWIA broadcast live on its Internet website, all meetings of the Board of Directors,

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other than closed meetings, and maintain on its Internet website an archive of meetings of the Board of Directors. A recording of a meeting must be maintained in the archive on the website up to the second anniversary of the broadcast. Section 2210.108 provides, except as specifically provided by Chapter 2210 or another law, TWIA is subject to Chapter 551 Texas Government Code, the Texas Open Meetings Act.

The Association has met the requirements of the Texas Open Meetings Act by complying with posting requirements for meetings of the Board of Directors and its subcommittees. Pursuant to Chapter 2210.105 meetings are broadcast live and archived for later viewing on our website. Most recently, the Actuarial and Underwriting Committee met on July 25, 2013 and August 5, 2013 in Austin. All three meetings were broadcast live and are currently archived for viewing on TWIA’s website (www.twia.org).

Primary Board Objectives Reports

Section 2210.107 requires the Association to report every two months to its Board of Directors and annually to the Governor, Lt. Governor, Legislature and TDI the extent to which the Association met the objectives outlined in the About This Report section. TWIA continues to comply with these requirements, most recently with the submission of the Annual Report Card on May 31, 2013 and this report.

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Public Information Act

Section 2210.108 provides that, except as specifically provided by Chapter 2210 or another law, TWIA is subject to Chapter 552 Texas Government Code, the Texas Public Information Act (“the Act”). TWIA receives and responds to requests in accordance with the Act. The following table shows the number of requests received, withdrawn, and referred to the Office of the Attorney General (OAG) for a decision under the Act for 2010, 2011, 2012, and year to date 2013.

As of 12/31 2013 As of Month End

2010 2011 2012 Jan Feb Mar Apr May Jun Jul Aug YTD

Total Requests Received

74 108 182 10 31 25 21 8 9 16 9 129

Number of Requests Withdrawn

2 7 16 0 2 5 1 0 0 1 3 12

Number of OAG Rulings Requested

16 10 20 2 5 10 1 1 0 4 0 23

% of Requests sent to OAG

22% 9% 11% 20% 16% 40% 5% 13% 0% 25% 0% 18%

As illustrated in the table above, requests increased 45.9% from 2010 to 2011 and an additional 68.5% from 2011 to 2012. Public information requests are on pace for 6% annual growth. Increased media attention, litigation activity, and public interest contributed to the increase in the number of requests received over the past several years, especially in the first few months of 2013. However, TWIA has seen a significant decrease since April.

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Issuance of Policies

Under Section 2210.203, if the Association determines that the property for which an application for initial insurance coverage is made is insurable property, the Association, on payment of the premium, shall direct the issuance of an insurance policy as provided by the plan of operation. A policy is issued for a one-year term and may be renewed annually on application for renewal as long as the property continues to be insurable property. Below are charts illustrating the number of policies currently in-force, the direct liability associated with those policies, and premiums written year-to-date: POLICIES IN-FORCE

Policy Type As of 8/31/12 As of 8/31/13 Change from Prior Year

Mobile Home 833 924 10.90% Residential 250,232 251,130 0.40% Commercial 13,223 13,382 1.20% Totals 264,288 265,436 0.40%

DIRECT LIABILITY

Policy Type As of 8/31/12 As of 8/31/13 Change from Prior Year

Mobile Home $39,362,242 $44,222,975 12.30% Residential $60,603,576,357 $62,358,795,469 2.90% Commercial $12,713,099,317 $12,887,728,467 1.40% Totals $73,356,037,916 $75,290,746,911 2.60%

WRITTEN PREMIUMS (YTD)

Policy Type As of 8/31/12 As of 8/31/13 Change from Prior Year

Mobile Home $764,688 $821,462 7.40% Residential $239,571,055 $252,058,219 5.20% Commercial $78,714,822 $81,502,146 3.50% Totals $319,050,565 $334,381,827 4.80%

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Compliance with Building Codes

Sections 2210.251, 2210.258 - .260 set forth the building code and inspection requirements for eligibility in the Texas Windstorm Insurance Association and provide for limited exceptions. In accordance with these sections, TWIA requires a certificate of compliance (WPI-8) issued by the Texas Department of Insurance on all structures constructed, altered, remodeled, enlarged, repaired, or to which additions have been made on or after January 1, 1988. A noncompliant residential structure insured by the Association that has been approved for insurability under the approval process regulations in effect on September 1, 2009 is subject to an annual premium surcharge of 15% of the policy premium. These surcharges are deposited directly into the Catastrophe Reserve Trust Fund.

Prior to the passage of Senate Bill 1702 (SB1702), a residential structure that had not been certified might still be insured if the Department issued an alternative certification (WPI-12) after an inspector determined that at least one qualifying structural building component is in compliance with applicable building code standards.

The 83rd Texas Legislature enacted SB1702 on June 14, 2013, which amends the surcharge program for non-compliant structures and repeals the Alternative Eligibility Program. The bill also requires structures insured by the Association on or after December 31, 2015, to comply with the applicable windstorm building code standards.

The following tables show the number of TWIA policies currently in-force as of August 31, 2013 under the various compliance standards and the total surcharge amounts deposited into the CRTF each year, through August 31, 2013:

Compliance Standard Policies In-Force Year Surcharges Certificate of Compliance (WPI-8) 226,170 2011 $6,675,047 Approval Process 28,256 2012 $7,408,157 Alternative Certification 11,010 2013 $4,632,636

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Catastrophe Funding

Subchapter B-1 of Chapter 2210 (Sections 2210.071 – 2210.075) describe the different sources of funding available to pay TWIA losses. Those sources are, in order:

• TWIA premiums and other revenue • Available reserves and amounts in the Catastrophe Reserve Trust Fund (“CRTF”) • Up to $1 billion in Class 1 public securities, to be repaid by TWIA premiums • Up to $1 billion in Class 2 public securities, to be repaid by surcharges on coastal

property policies and assessments of TWIA member companies • Up to $500 million in Class 3 public securities, to be repaid by assessments of TWIA

member companies Additionally, reinsurance may be purchased in addition to or in concert with the trust fund and public securities.

TWIA staff is working with the Texas Public Finance Authority (“TPFA”) and the Texas Department of Insurance to make all necessary preparations for the issuance of public securities. TWIA is continuing to work with Commissioner Rathgeber and TDI staff on funding and liquidity options that might be available to TWIA. TWIA successfully placed its reinsurance renewal effective June 1 in the amount of $1B with an attachment point of $1.7B for a total of $2.7 B of coverage. Additionally TWIA secured an option to purchase $1.25B at the same cost with an attachment point of $2.2B, for a total of $3.45B by August 15. Due to the disapproval of the BAN, TWIA did not exercise this option. TWIA has an additional option to rewrite the policy effective January 1, 2014 in order to both have our renewal outside of storm season and the Legislative session to facilitate renewal negotiations. The decision to exercise this option will be made closer to the January 1 deadline.

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Total funding for the 2013 hurricane season is illustrated by the following chart:

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Catastrophe Plan

Section 2210.455 requires the Association, not later than June 1 of each year, to submit to the commissioner, the legislative oversight board, the governor, the lieutenant governor, and the speaker of the house of representatives a catastrophe plan covering the period beginning on the date the plan is submitted and ending on the following May 31.

The catastrophe plan must describe the manner in which TWIA will, during the period covered by the plan, evaluate losses and process claims after windstorms with a four, two, and one percent chance of occurring.

The catastrophe plan must include a description of how losses under Association policies will be paid, and how claims under Association policies will be administered and adjusted, during the period covered by the plan. The catastrophe plan submitted under this Section is for informational purposes only and does not bind the Association to a particular course of action.

TWIA’s catastrophe plan is a living document continually updated with information learned from real and modeled events with the goal of constantly improving the Association’s capacity and ability to respond promptly and effectively to catastrophic claims situations. The level of detail in TWIA’s current catastrophe event planning has exponentially increased over that of 2008 and prior years. Prior to Ike, leadership provided only a high level review. The catastrophe plan was updated infrequently and lacked detailed information about available resources and ability to scale for larger events. The current Claims leadership team conducts annual catastrophe planning meetings to achieve the goal of continuous improvement. The result is a dynamic document designed to provide detailed information regarding:

• roles and responsibilities for claims and other departments; • information regarding available resources; • details for scalability for larger events including pre- and post-event loss projection

and staffing modeling tools; and • operational guidelines and directives for TWIA’s response to a catastrophe.

A complete copy of the 2013 TWIA catastrophe plan was included in the Annual Report Card submitted May 31, 2013.

TWIA has activated the catastrophe plan six times since January 1, 2012 for localized wind and hail events. Leadership’s commitment to planning and the proficient execution of that plan is evidenced by TWIA policyholder satisfaction levels. TWIA’s Customer Care Survey

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was initially implemented in April 2012. In June 2012, TWIA began including scan codes on payment letters that link policyholders to the Customer Care Survey, as well as posting a link on the Association’s website. The following exhibits illustrate policyholders’ positive reactions to the improvements management has implemented.

TWIA Customer Survey Scores AVERAGE SCORE BY QUESTION

Customer Survey Questions TWIA Score (Scale 1-5)

Reporting my claim to TWIA was easy 4.7 A TWIA employee explained the claims process to me 4.7 The TWIA adjuster who came to my home was professional, courteous, and helped me with my claim

4.6

The outcome of my claim was clearly explained to me 4.6 I am satisfied with the overall handling of my claim to TWIA 4.6 Average Overall Score 4.6

AVERAGE SCORE BY MONTH Sep-12

Oct-12

Nov-12

Dec-12

Jan-13

Feb-13

Mar-13

Apr-13

May-13

Jun-13

Jul-13

Aug-13

4.5 4.6 4.5 3.6 4.3 4.9 4.8 4.6 4.7 4.6 4.5 4.5

1.0

2.0

3.0

4.0

5.0

Sep-12 Oct-12 Nov-12 Dec-12 Jan-13 Feb-13 Mar-13 Apr-13 May-13 Jun-13 Jul-13 Aug-13

TWIA Customer Survey Results

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Key Performance Indicators TWIA Residential Claims– August 2013 – YTD

Number of Claims Received 8,802 Number of Claims Closed With Payment 6,372 Number of Claims Closed Without Payment 2,165 Average Number of Days From FNOL to Inspect Property 2.6 Average Number of Days From Inspect Property to Receipt by TWIA 2.9 Average Number of Days From Receipt by TWIA to Payment 7.0 Number of TDI Complaints 20 Number of TDI Complaints as a Percentage of Total Claims Received 0.23%

Limits of Liability

Under Subchapter K of Chapter 2210 (Sections 2210.501 – 2210.504), TWIA is required to propose inflation adjustments to the maximum liability limits under a windstorm and hail policy. At the August 13 quarterly meeting of the Board of Directors, proposed adjustments to the maximum limits were approved as follows:

Current 2013

Proposed 2014

Dwellings and individually owned townhouses $1,773,000 $1,816,000 Contents of an apartment, condominium, or townhouse $374,000 $383,000 Commercial structures and associated contents $4,424,000 $4,514,000

Certain Appeals and Other Actions

Claims: Settlement and Dispute Resolution HB 3 made significant changes to both the process by which insureds can dispute the decisions of the Association relating to the payment of, the amount of, or the denial of a claim, and the remedies available to the insured. First, Section 2210.014 made Insurance Code Chapters 541 (bad faith) and 542 (Prompt Pay Act) inapplicable to TWIA claims, and Section 2210.572(c) made the Deceptive Trades & Practices Act inapplicable to TWIA. These were three of the main causes of action asserted by insureds who sued TWIA alleging claims were underpaid or settled in bad faith. Instead, new provisions of Chapter 2210, Subchapter L-1, provide the process for claims decisions, payments and disputes.

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All claims personnel have been trained on the new claim-handling procedures and deadlines included in HB 3. Claims decision letters have been revised to provide clear notifications of the portions of a claim the Association has accepted or denied in full or in part, as required by Section 2210.573(d). Claims decision letters also include brief descriptions of the procedures to dispute accepted or denied claims and provide forms that insureds can use to begin the dispute resolution process, as required by Section 2210.573(e)-(g).

Below is a table listing data, as of August 31, 2013, regarding claims subject to the HB 3 dispute resolutions.

Status Appraisal LOR* Lawsuit TDI Complaint

Non-Disputed

Claims

Total Disputed

Claims

Total

Closed 9 3 0 7 10,449 19 10,468 Open 1 2 1 0 178 4 182 RCC 0 0 0 0 327 0 327

Rejected 0 1 0 0 73 1 74 Re-

Open 25 8 4 6 141 43 184

Total 35 14 5 13 11,178 67 11,245 *Letter of Representation

Appraisal and Rule-Making All disputes regarding a claim that is accepted by the Association must be submitted to an appraisal process pursuant to Section 2210.574. The Department adopted rules to govern this appraisal process. TWIA continues to work with TDI to implement the rules regarding the appraisal process.

Ombudsman Funding and Program Section 2210.582 directed the Department of Insurance to establish an Ombudsman Program to assist TWIA policyholders in understanding and navigating the claims process. The Department established the Coastal Outreach and Assistance Services Team (“COAST”) Program and adopted rules relating to its function on March 19, 2012. Even before the formal adoption of the rules, at 28 TAC §5.4201, TWIA revised its claims correspondence to advise insureds of the program and provide contact information in English and Spanish. TWIA fully funds the COAST program based on the budget provided by the Department

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each March.

TWIA has established a positive working relationship with the Ombudsman. Through cooperative efforts we are able to answer policyholder questions before concerns are escalated to the Department’s complaint division and assist in education efforts promoted by the COAST Team.

Compliance with the Plan of Operation

The Plan of Operation is a series of administrative rules found in the Texas Administrative Code, Title 28, Chapter 5, Subchapter E. Administrative rules must be proposed by an agency (TDI in this case) and adopted pursuant to statute. There were no rules adopted in the period covered by this report that are material to TWIA operations.

Annual Evaluation of Association Management

The fifth objective outlined in 2210.107(a) is to establish, and adhere to terms of, an annual evaluation of Association management necessary to achieve the statutory purpose, Board objectives, and any performance or enterprise risk management objectives established by the Board.

Beginning January 1, 2012, TWIA’s annual budget has been based upon department level budgets for which department management and their staffs are accountable. Individual performance standards have been established for each position within the organization that reflect that accountability as well as objective measurable standards appropriate to the individual employee’s responsibilities. The 2014 budget will be presented to the Board at its December 10, 2013 meeting.

The Finance Department has prepared budget conformance reports at the department level to monitor performance beginning with 2012 first quarter results. Under the current management team, TWIA has consistently performed at or below budget for controllable expenses in nearly every area. Controllable expenses through August 31, 2013 are both below budget and below the comparable period in 2012.

TWIA staff is evaluated against a set of performance standards, including objective performance measures based upon their department and their individual role within their

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department. Each department head is accountable for his or her individual budgets, and these measures comprise a portion of the standard of performance against which they are evaluated on an annual basis. Staff within each department has similar, although not identical, objective measures against which to evaluate performance. Performance Evaluation documents reflect these areas of accountability.

Risk Management Objectives have been established in the form of Business Continuity planning, Catastrophe Claims planning, Reinsurance, and other funding mechanisms to effectively manage the financial and human resources of the organization in meeting its established purpose.